Returns, Exchanges & Refunds

At AUSINORA™, we want every purchase to feel straightforward and dependable. If something is not right with your order, this policy explains how returns, exchanges, damaged-item claims, and refunds are handled by American EagleOutfitters, Inc.

1. Standard Return Period

Eligible items may be returned within 30 days of delivery.

To qualify for a return, the product should generally meet the following conditions:

  • Unused and in the same condition in which it was received

  • Returned with original packaging, accessories, and tags where applicable

  • Accompanied by valid proof of purchase, such as an order confirmation or receipt

Products showing signs of use, damage caused after delivery, missing components, or incomplete packaging may not qualify for return.

2. Starting a Return Request

Before sending anything back, please contact our customer service team at:

service@ausisna.com

When contacting us, please include:

  • Your order number

  • The item you would like to return

  • The reason for your request

  • Photos when the item is damaged, defective, or incorrect

Once your request has been reviewed and approved, we will provide the applicable return instructions and, where available, a return shipping label.

Please do not ship products back without prior authorization.
Unauthorized returns may not be accepted or processed.

3. Damaged, Defective or Incorrect Orders

We recommend inspecting your package shortly after delivery.

If your order arrives:

  • Damaged

  • Defective

  • Incomplete

  • Different from what you ordered

please contact service@ausisna.com as soon as possible.

Include clear photos and your order details so our team can review the issue and determine the appropriate solution, which may include a replacement, refund, or other resolution.

4. Products That May Not Be Returnable

Certain products may be excluded from standard returns for hygiene, safety, customization, or promotional reasons.

Examples may include:

  • Perishable or consumable products

  • Personalized or custom-made items

  • Gift cards

  • Final-sale merchandise

  • Promotional or clearance products where marked non-returnable

  • Products that cannot be resold for hygiene or safety reasons

If you are uncertain whether your purchase can be returned, please contact us before sending it back.

5. Exchanges

For faster handling, exchanges are generally completed through a return-and-reorder process.

The recommended procedure is:

  1. Request a return for the original item

  2. Follow the approved return instructions

  3. Place a separate order for the replacement product

This process helps avoid delays associated with inventory availability and direct exchange processing.

6. EU Customer Cancellation Rights

Customers receiving qualifying orders within the European Union may have additional statutory cancellation rights.

Where applicable, eligible consumers may withdraw from an online purchase within 14 days without providing a reason.

Returned products should normally be:

  • Unused

  • In original condition

  • Returned with original packaging where reasonably possible

  • Accompanied by proof of purchase

These statutory rights are separate from and may apply alongside our standard return policy.

7. Return Review Process

After your returned item reaches the designated return location, it will be reviewed to confirm whether it meets the applicable return conditions.

We will notify you once the return has been inspected.

If additional information is required, our customer service team may contact you before the refund is finalized.

8. Refund Processing

When a return is approved, the refund will normally be issued to the original payment method used for the purchase.

Please allow up to 10 business days for an approved refund to be processed after inspection.

Your bank, card provider, PayPal, or other payment institution may require additional processing time before the funds appear in your account.

If more than 15 business days have passed since your refund was approved and you still have not received it, please contact:

service@ausisna.com

9. Original Shipping Charges

Unless otherwise required by applicable law or specifically approved by our customer service team, original shipping charges may not be refundable.

Where an order is confirmed to have arrived damaged, defective, or incorrect due to our error, applicable shipping costs may be handled differently as part of the resolution.

10. Return Shipping Instructions

A return must be approved before shipment.

Depending on the circumstances, we may provide:

  • A return shipping label

  • A designated return destination

  • Packaging instructions

  • Additional return documentation

Please send the product only to the return location provided by our customer service team.

Do not send returns to an address found elsewhere unless it has been specifically confirmed for your return request.

11. Important Return Reminders

To help prevent delays:

  • Obtain return authorization before shipping

  • Keep your return tracking information

  • Package the item securely

  • Include all original accessories and components

  • Make sure your order number is included when requested

We cannot guarantee processing for packages that are sent to an incorrect location or returned without the required authorization.

12. Need Assistance?

If you have questions about a return, refund, exchange, or damaged order, please contact us before sending any merchandise.

Brand: AUSINORA™
Company: American EagleOutfitters, Inc.
Customer Support: service@ausisna.com

At AUSINORA™, our goal is to make after-sales support clear, practical, and easy to understand from the moment you contact us through the completion of your request.